Never a dull moment with Chadwick, I feel it's like X-Mas when I watch his videos, I run off all happy to play with my new toys!
@CreativeVideoTips5 ай бұрын
so kind - thank you!
@JimRobinson-colors5 ай бұрын
Thanks Chadwick - I like that you are telling people where and how you got to where you are now. I was discussing this with Marc on the phone just a couple of days ago. I think that a lot of use bring our past experiences and interests into who and what approaches we use in how an artististic but technical uses in a software. I spent my teenage years in high school with influences from my passions of filmmaking and oil painter and musician. So I look at everything through those eyes firstly then other experience and know how kicks in. Because we all have different backgrounds and experiences we can all learn something from each other. I like the new set and you seem calmer - which I think shows the experience. Nice job - just watching this makes me think that I should dedicate a text track to notes and then have my render outputs bypass that track. Thanks again.
@PatrickStirling5 ай бұрын
great overview! I was surprised how helpful I found the EQ analyzer overlay. really great tool
@CreativeVideoTips5 ай бұрын
Thanks Patrick! Yeah that analyzer with the EQ all in one is a great touch. Sad to miss you in Vegas this year. I'm working through some projects still at home in NY.
@SmartEnergyLab5 ай бұрын
Love your warm and friendly content delivery laced with 20 years of experience. Your "little" things tips are what the others miss... and they make your workflow so much smoother. I look forward to your smiling face every time you upload.
@CreativeVideoTips5 ай бұрын
Wow, thank you! Your words go a long way. I look forward to hearing from you and have open ears for any resolve challenges I can help solve this year.
@mustafamohsen4 ай бұрын
Hey Chadwick, it's been a while. I have a suggestion. You use Wacom board, Speed Editor, and MX Master. You've thoroughly covered the last two, but how about a walk through on how you use them all together? I think that a helicopter view on how you orchestrate your tools together will inspire us to optimize our own
@oldman82775 ай бұрын
BMC remote monitoring w/out logging in...That's huge! Thanks for the help!
@chrisbogart6875 ай бұрын
Shape tools added to fusion - sText - now vector text vice raster. Patrick Sterling is all excited about this one. But the AI tools added are simply amazing and almost mind boggling. I will get the new mini color panel for the iPad - BM left no base uncovered this year. Thanks for your gems that I will be sure to check out. Thanks Again.
@Will-rw5sg5 ай бұрын
Multi Poly is huge to me cant believe I didn't hear about it
@DHMeister5 ай бұрын
"You just enter the IP address of the host (which is your computer) and Bob's your uncle!" 😂 😂 😂 😂 😂 Good video. I don't use DaVinci that much anymore, but I still enjoy these presentations! Well done. 👏 👏 👏 👏 I just turned on DaVinci to see the updates and it wants my activation code! I guess it's been a while. 😂
@rano123215 ай бұрын
Great to see some nice Fusion updates, nothing groundbreaking like a new exr workflow or a new PBR renderer but a lot of nice small feature updates.
@JasonLorette5 ай бұрын
I really love the Eq Analyzer, the pan tracking in audio is cool, and the breaking out of the color in the color grade beyond RGB (with the skin tone thingy)…looking forward to playing with it…I still have sooo much to learn with DR.
@CreativeVideoTips5 ай бұрын
Couldn't agree more!
@ARNABOSS5 ай бұрын
thanks again, i am owe a lot to the awesome talented ppl like you on YT!
@samueltriplett5 ай бұрын
Barely halfway through the video and I'm so excited for this many QOL improvements. The marker tabbing and audio config updates are such a huge boon to AE workflows.
@CreativeVideoTips5 ай бұрын
That is the word I was looking for - quality of life. I agree completely.
@bigsnap55 ай бұрын
These are definitely some over looked gems. I appreciate you pointing these out, because nobody else is talking about these updates, outside of the trim editor which I saw one person mention. Also, since you are a certified trainer and have this channel, I don't know what your relationship with Blackmagic is like, but do you see script sync being included in Davinci Resolve in the future? That sidechain VST is huge like you said, I believe the key to Davinci Resolve's rise to the top is the level of plugin intergration in the app. If they can get the plugin's intergrated in Resolve like they are in Pro Tools, and script sync, I believe that is the ball game.
@stathisath5 ай бұрын
Thanks for the update. I am really looking forward to using sidechain with VST plugins. Without this, Fairlight was basically useless for professionally mixing dialogue with music. Cheers!
@DellanaMetalArts5 ай бұрын
Another great video! I love when I see a new video from you in my notifications. I know that it will be giving me info no one else is doing in a clear, concise and pleasant way. Thanks for making them for us!
@CreativeVideoTips5 ай бұрын
Thanks so much. I'm always trying to add to the conversation, rather than repeat. I really appreciate the kind words.
@KrunoslavStifter5 ай бұрын
Thank you for another good one. Cheers! Exciting release of new Fusion stuff for me.
@CreativeVideoTips5 ай бұрын
I’m testing the new tracker to really get a handle on its nuances. Love these updates!
@KrunoslavStifter5 ай бұрын
@@CreativeVideoTips Yeah. I'm really curious to test that one out compared to old one. Speaking of tracking. I just figured out how you can put the old trackers on steroids and my tracking rate success went from 40-50% to 90%. Bascially we can't change the old trackers, but we can feed them much easier images to track, right? So now I just use Filter node, Sobel filter, and I turn off the alpha to get super contrasty outline edges. I feed that image to the tracker, let it track and just hook back the original footage after successful track. Really useful method. I mean we can't change the trackers, but we can change with all the power of fusion, what tracker is tracking. Cheers!
@bwatching5 ай бұрын
Thank you for keeping us always in the loop!!!
@ArcanePath3605 ай бұрын
I found the music remixer to be more accurate with separating voices than the voice separator. You would think they would have the same algorithm. Perhaps the ambient option tries to separate out parts like echo so it's not so aggressive on the range.
@CreativeVideoTips5 ай бұрын
interesting discovery, you are onto something i think
@oskarneftel37565 ай бұрын
Great Video. I would love a small video of the sidechain trick that you talked about where you EQ the frequencies in the music that interfere with the voice. Knowing how to do this would really help.
@HewalGuenes5 ай бұрын
THANK YOU. Finally someone who talks about the REALLY important things. The new functions are cool. But those little things that make everyday editing easier are soooo much more important, or at least just as important. Thank you for your insights. Do you know what exactly is being done in terms of BM Cloud for collaboration? We always have the problem that everyone has to link the media again, which is a total pain (I work on Windows, my client on Mac). You can synchronize the original media via the BM Cloud, but the BM Cloud is simply extremely expensive.
@Spidouz5 ай бұрын
On a Music DAW like Protools, Logic Pro, Cubase, etc… there’s one feature that is quite useful if you have ressources issues with VST Instruments or effects. It’s often called “Freeze”, but it’s not like a frozen frame, but instead it’s more like a “Render in Place”, meaning with a single click, we can export a track/clip with all treatment, and then import and replace this track/clip by the rendered version and deactivate all other instruments or effects to free up ressources… so imagine, you would have noise reduction, super scale and other ressources heavy treatment, you could just press one button an it would make a compound clip, render/export it, and import and replace it so now we can play the whole project without any issue… but the old settings and elements are not deleted, but just unactivated… so with a single click, we can roll back to the “unrendered” version… so no need to mess with export, pick codec, and then import it in Media, replace it in timeline, etc… it would just be a single click to “Render in Place” and another click “to roll it back”…
@ScottioArnold5 ай бұрын
Love your work bro! I have learned so much from your tutorials! Thanks so much!
@palmerstonpictures5 ай бұрын
Love the nodes > layers shirt
@jmoravec5 ай бұрын
wow, i'm always a little sceptical when i see videos/titles like this, but these "small" things are actually huge, for me especially the ones mentioned in the beginning. can't wait it's in 19.1.1 so i can install it on my workstations around. greetings from a recently-fourty colorist from prague, czech republic ,)
@CreativeVideoTips5 ай бұрын
I appreciate you taking the chance and watching. Prague is up high on my list of places to visit one day. Looks beautiful. Cheers dude.
@AitorAspe5 ай бұрын
Hi Chadwick! These “little things” are great! Quick question: documentation mentions “Improved snapping […]”, have you noticed something in this regard? Thank you for these great videos
@CreativeVideoTips5 ай бұрын
Hi I haven't actually tried this yet. It's for Fairlight using the focus mode selection type (when on the lower half of the clip, hand/move function). Thank you for taking time to stop and watch. It encourages me to make more.
@joelarvidsson3 ай бұрын
Wow the side chain update is what I been asking about for years.
@christianwmeyer5 ай бұрын
Thank you Chadwick for the quick overview, I appreciate it. Sometimes, it's the small things that can make a big difference. I'm so excited about this new version 19 🤩🎥🎬
@TheBasementChannel5 ай бұрын
Great clear explanations of these features, thanks for the video. I’m a long time FCP user, but am so tempted to make the switch, just not looking forward to retraining my brain.
@Spidouz5 ай бұрын
Since you’re an expert, there’s one thing I would love to do in Resolve, but I can’t find it… and if it doesn’t exist, I would REALLY love to see it in a future update. I would love to have a database with metadata of ALL projects and all libraries. So when we do a search with keywords, we would have filters to search in the current project, or in all projects of a library, or all libraries… which means, we could more easily find previous footage we want to use again in a more recent project. For a KZbinr that wants to show a difference between two versions, or two events, etc.. it would be easy to just find all footage that would contain our keyword, even if it’s footage we used for a complete other project or even different library… it would make metadata even more powerful and useful, and therefore worth the time to enter them for absolutely any footage/media. So we could reuse them later… just think about it? Or am I missing something and it’s already possible to do with the current version and/or with some (BMD) products/services?
@kevinklein35155 ай бұрын
I am so hyped about the sidechain feature! I was craving for it 🎉
@oneilshah31585 ай бұрын
Hey, thank you for your tutorials!! How to sync speed ramp and slow-motion ramp EXACTLY from fcpx to Davinci. PLEASE REALLY NEED THIS FIX
@pixelrancher5 ай бұрын
So anxious for this to get out of public beta. Love the stem extractor.
@RasMarty_5 ай бұрын
Mahalo! Chadwick-great tips, keep them coming can't get enough.
@evesattler15705 ай бұрын
Cool, thanks! I wonder when they will finally fix the snapping to be a modifier button instead of an On/Off option that you have to toggle all the time
@CreativeVideoTips5 ай бұрын
Hmmm, I think it already is a toggle if I'm not mistaken. You should be able to hold it and release it as needed. I might be wrong.
@fazubattlecaster5 ай бұрын
I am thinking with your level of skill, you masked out your hair and did some Fusion magic with the grey in the beard. You are really 22 years old.
@CreativeVideoTips5 ай бұрын
Oh I wish I was that skilled, and young! :)
@Superjeanmarc5 ай бұрын
You are the best Chadwick.. Thanks for this. I heard that DV 19 now has a tool to fix sudden exposure changes.. typically when using still lenses and you accidentally change your aperture during filming, it results in an unpleasant "jump" in exposure. Have you heard about that tool that unifies the exposure across the entire clip in order to remove that jump? If yes, maybe an idea for a next video? Thanks!
@doug_vickers5 ай бұрын
Well I wouldn't have thought you were 42 Chadwick. I wish I was still in my 40's but alas those days are long gone. I think DR19 has some really fantastic things in it and I'm looking forward to it coming out of Beta.
@CreativeVideoTips5 ай бұрын
Thanks Doug, I'm sure my 40s will blow past me quickly as I see my kids grow too fast. My hope is the non-beta release will happen sometime mid summertime. I probably won't upgrade our facility until then. I live on the edge at home.
@ihassan10015 ай бұрын
Nodes > Layers- love this tshirt bro
@CreativeVideoTips5 ай бұрын
Hey thanks - If you are curious, you can actually buy one here - shop.editingplaybook.com/
@eduardstuermer5 ай бұрын
Trim Editor and numpad timecode navigation, old school Avid
@CreativeVideoTips5 ай бұрын
Yep, and if it ain't broke - its a very welcome addition to v19.
@eduardstuermer5 ай бұрын
@@CreativeVideoTips which Avid Feature, do you really miss in Resolve?
@dougfranckwolf5 ай бұрын
Hey great video! I have been doing VFX and editing for 20 years, and I have used Nuke, Premiere, Vegas, etc. I love Davinci, but I have two questions for you. 1. If I am doing an edit and I have 20 video tracks and 20 audio tracks, I really miss like it is in Vegas where all audio tracks are located right under the video track. The way it is in Resolve now, I am constantly scrolling down and down and then back up again. I assume there is no way to change the layout so that its possible, but is there a shortcut key to jump from the vid track to the attached audio track instantly? and 2. Vegas has a magnet tool which can move all clips, or all clips in one track, or any affected clips on all other tracks down the timeline. In Resolve, I have to zoom out, select what I want to move, then zoom back in again. I know I could jump to the cut page to not have to zoom, but just wondering if there is a process I am missing. Thanks!
@sector9films2 ай бұрын
Awesome video!! Would mind telling me what is the editing cover over your keyboard. Cheers John
@stehume5 ай бұрын
Hi Chadwick thanks for the great tips as always. Sometime ago you did a fantastic video about sound levels for you tube, LUV's and so on. Now with the sound / audio controls in 19 could you do an update, as I'm thinking it would be so much easier with the auto leveller and so on, something like from start to finish with all the correct levels -14 LUV's, hope you follow my meaning all the best
@CreativeVideoTips5 ай бұрын
I think that is a great suggestion. Once I get my head around all the nuances be on the lookout for an updated simple KZbin mix tutorial.
@maxwuertt5 ай бұрын
But still no possibility to copy and paste text properties, right?
@TommySidorski3 ай бұрын
The only thing I really want to have in multipoly is for the hierarchical features that Nuke's roto node has. For example, if i'm rotoing someone walking, I'll have one shape for the thigh, one for the shin, but the position and rotation point will be at the knee, which is a child of the thigh shape. I don't see a way to do this with fusion's multi-poly.
@cmdcreativity5 ай бұрын
Hey Chadwick! Great video- so glad to hear about the VST sidechaining option! Curious… does Resolve 19 fix nested timelines with mixed resolutions or effects not showing up in the timeline referencing the nest? Thanks so much!
@NatesFilmTutorials5 ай бұрын
Came for the Resolve tips, left with a new best friend…
@CreativeVideoTips5 ай бұрын
Nate! You are amazing.
@abdellahcodes5 ай бұрын
Awesome vide and and even awsomer T-Shirt 😂
@CreativeVideoTips5 ай бұрын
Hey thanks so much - if you want a shirt, you can get one from here - I'm a terrible salesperson. shop.editingplaybook.com/
@rodrigomacias5 ай бұрын
Could you do a Open FX render workflow video? 🥺
@CreativeVideoTips5 ай бұрын
This is a great suggestion and noted. The gist is pretty simple, export a still from the color page (drx). In the other app load the effect, then point it to the drx still. I'm looking forward to trying this in non blackmagic software this week.
@umeshmatkar5 ай бұрын
Great video!!! Hi, Can you please make a video on how to remote monitor without signing in to BM cloud with resolve 19 using IP
@jer30065 ай бұрын
Great value in this video, thank you so much.
@Andisend5 ай бұрын
Thank you for your opinions and great channel .. and a NYY fan hat specialist ;)
@CreativeVideoTips5 ай бұрын
Thank you too!
@LongTimePals5 ай бұрын
Optimized Loudness is a lifesaver
@nashhall6945 ай бұрын
Great video Chadwick! I love all the little things! 🥰🙏👍
@Jack-rm5jd5 ай бұрын
Subscribed. Glad to be here!
@jeaxethoon20174 ай бұрын
Just found you and I feel completely rescued
@RobertWildling5 ай бұрын
Thanks for your "sharp eye" for details! - Do those who have the Studio Version 18 have to pay for v19? Or is a once-bought license a "forever" license?
@CreativeVideoTips5 ай бұрын
Thank you! It's a free updated - I have never paid for an upgrade to Resolve since I bought my first license in around 2011.
@MagicBiscuitShow5 ай бұрын
Always looking forward to your posts. Thanks for taking the time to put them together for wannabees. //////////////// The "Trim Edit Viewer" feature now on the Edit page ... ? ... does this integrate with the Speed Editor? ///////////// I'm 1.81 x older than you are ... and we have at least 2 things in common: same fullness of hair on our heads (Arr! Arr! Arr!), and a love of editing. Stay safe up there. Cheers, Chuck ---> N E Florida.
@IskyIskandar5 ай бұрын
are you going to be at NAB next week? thanks for this great video!
@petrub275 ай бұрын
optimize loudness? wow. thats great
@HoundDogMech5 ай бұрын
Remote Monitoring without Cloud. I want to have the ablity for 2 things 1.) see and Minupliate someones remote computer (Training Mostly) 2.) Have a Student see my Screen while I explain something.
@HikingWithCooper5 ай бұрын
Thanks for pointing these out! And thanks for proving your age LOL. I'd love to see a Sidechain 101 from you in particular. It seems pretty basic but it's one of those things I couldn't just sit down and do yet it seems important. This is a great update from BM.
@DarkRedblade-f8w5 ай бұрын
thanks for the video Chadwick, would you mind showing me how can I become a certified trainer for any section of Davinci Resolve. how can I get such that certificate. I already have passed the exam for training section of edit and fusion section on Blackmagic design website?
@itstheWampus5 ай бұрын
thumbnail went crazy on this one
@CreativeVideoTips5 ай бұрын
something different? :)
@jamied61665 ай бұрын
Ooh, I hadn't realised what this Open FX Renderer was about... Could this be kind of like the BLG Baselight workflow which works for Avid I wonder? Obviously no GUI just the renderer - cool!
@CreativeVideoTips5 ай бұрын
I hadn't used the baselight workflow before but yeah it will be pretty cool to get a better preview look before the image gets the final grade.
@toxotis705 ай бұрын
Can you make a tutorial for remote monitoring without cloud?
@CreativeVideoTips5 ай бұрын
Great suggestion and noted.
@northillvideo5 ай бұрын
Very useful, thank you.
@JezzyCrazyTV5 ай бұрын
yAAAAYYY
@GuidoGautsch5 ай бұрын
Real-time EQ frequency display is the one for me tbh
@АнтонСавичев-й3р5 ай бұрын
Your videos very informative, man. Greetings! PS: Update da bomb.
@TheGreenBoater5 ай бұрын
??? should I wait for 19 to come out of beta before I upgrade?
@stevecahill91065 ай бұрын
Remote Monitoring. I DL the app, still need to sign-in to BM cloud. Thought that was not needed for a client?
@studiorosenforsintl.34345 ай бұрын
Fantastic Chadwick. Nice to get a professional's view without all the YT bruhaha ;-)
@CreativeVideoTips5 ай бұрын
Thank you! I hate yt bruhaha.
@jonamsusling5 ай бұрын
0:19 "I feel you! @CreativeVideoTips I also have to whip out my driver's license to show my age. I think i'm stuck in an age-defying time warp! Are we secretly Benjamin Button ?🤣🤣🤣
@CreativeVideoTips5 ай бұрын
New Era ballcaps are my secret to being a younger, cooler person than I really am. haha
@pineapplebridge2551Ай бұрын
Studio 19 coming
@wellfoxs5 ай бұрын
tab rename is really nice
@cinematiceditor-Videography5 ай бұрын
Nice Hat!
@mikemaan245 ай бұрын
What port needs to be opened for Remote Viewing w/o app to work?
@TommySidorski3 ай бұрын
4:50, does this apply to the cloud pod too? I really was turned off by the fact that I had to pay for cloud storage costs But if I can host everything from my pod, that would be awesome
@seanvideoediting5 ай бұрын
Whats the fastest way to animate captions on davinci resolve?
@sector9films2 ай бұрын
I should have added, 42 years old!! I thought you were in your 20s!!
@DanIlicComedy5 ай бұрын
Bob's Your Uncle! 🎉
@FritsJanSmit5 ай бұрын
Can you also disable subtitle tracks?
@ppgforme5 ай бұрын
I have the Studio version 18.6.6 but haven't seen or received the 19 version update. When I go to Black Magic website and sign in, it says I'm using the free version. Uh, no...I've had the studio version since version 16. How to get V 19? Thanks.
@ronaldgilbertbaker52594 ай бұрын
I also have Studio 18.6.6. I checked and 19 is a public beta for now. It’s been suggested that you might want to wait until the final version of 19 is released. There are bugs to work out and the beta will allow Blackmagic DaVinci Resolve to release a stable update. I had to turn off my beta auto download for my Mac because the OS beta updates were creating problems with some apps that were working fine until the OS beta update. The DaVinci Resolve 19 Public Beta may cause similar problems with version 18.6.6. I’m just going to wait until it’s absolutely ready.
@ppgforme4 ай бұрын
@@ronaldgilbertbaker5259 I did some research into it and discovered 19 is still in beta. Agreed, waiting until it's released in a relatively bug free version..
@AndrewShtern5 ай бұрын
I love how first they removed the timecode navigation, replacing it with the stupid "hit Enter, then navigate", which led to a huge backlash from the people who actually used this for years, and now they are finally putting it back, and calling it "a new feature". Instead of just allowing to switch the tracks on/off on the delivery page timeline, the same way it is done on the edit page, they came out with some asinine solution, buried deep in the export settings. Nice job Blackmagic.
@CreativeVideoTips5 ай бұрын
I hear you and feel ya. And yes the tc entry is recursive and a fix, but you gotta admit this is better than the way it is with 18.6? You gotta be excited about that right?
@AndrewShtern5 ай бұрын
@@CreativeVideoTips yeah, of course it's better this way. "Don't fix it if it's not broken" 😆
@brianmickelson46425 ай бұрын
@@AndrewShtern I say this with all intended love to my fellow drummers, it’s been weird seeing professional companies adopting our process: “if it ain’t broke, fix it ‘til it is.”
@jamesbarnette43503 ай бұрын
now we need zoom in on the source window timeline
@eladbari5 ай бұрын
@6:59 - I still don't understand this one. Does it mean that somehow I can export a sidecar file from Davinci with all of the color manipulation I've done to it (maybe even the whole edit sequence) and import that to, say, After Effects, without really rendering out/baking a file from Davinci? So you import the RAW files + like some kind of XMP file?
@psylean48065 ай бұрын
thx🎉
@Johnwick7895 ай бұрын
Hello from Bangkok
@CreativeVideoTips5 ай бұрын
Hi!
@asmallnigerian5 ай бұрын
My best friend you got a new follower 😅
@Victor-TaritaАй бұрын
hi. In version 19 new titles like Superhero or Text fly doesnt work for me? Its just dark screen. what can be the problem??
@MrWinstonSmith5 ай бұрын
Cool
@cheetos5855 ай бұрын
It's the little things. 🙂
@kietzi2 ай бұрын
nice Shirt
@HoundDogMech5 ай бұрын
2:00 to 2;33 Creating Generics Titles video....... WHY? My Gratest problems have been the INcorrect Subs created by Davinci.
@IAMJOELBURRIS5 ай бұрын
Bro BRING THE FAITH ❤🎉
@filmalishev5 ай бұрын
what app do u use for screen recording?
@CreativeVideoTips5 ай бұрын
OBS or Screenflow, depending on the video :)
@haroldmorganTulsa5 ай бұрын
This is biggest yet I think.
@CreativeVideoTips5 ай бұрын
it certainly makes me excited
@21pix5 ай бұрын
Nodes > layers 😂 yes sir! Fusion > after effects
@21pix5 ай бұрын
Also: best channel for learning editing with DR
@CreativeVideoTips5 ай бұрын
Thanks so much for being here and the kind support!
@XanderB19805 ай бұрын
I bought it yesterday and it says 18.6 is 19 not out yet?
@pixelrancher5 ай бұрын
Still in public beta until they get the kinks out. Won't be long though.
@XanderB19805 ай бұрын
@@pixelrancher how much does a Davinci upgrade usually cost?
@pixelrancher5 ай бұрын
@@XanderB1980 $295 USD I believe - which also includes the standalone FUSION Studio application. Or if you purchase the $395 USD Speed Editor bluetooth hardware, it is included at no additional cost.
@JasonandaCamera5 ай бұрын
@@XanderB1980free!
@michaelgrace804216 күн бұрын
Hey. I updated my DaVinci to the latest version, 19. I originally had the Studio 18 version, and I may have installed the free version 19. Now, when I download the Studio beta 19 version, the free version keeps opening! The issue now is when I go to export media is missing as the free version can't read the video files (Only the proxies). I never had this issue with Davinci Studio 18. Anyone can help with this. Super frustrating.
@CreativeVideoTips16 күн бұрын
Hi Michael - I would suggest doing a clean uninstall after backing up your database. Make sure you have your license key available or dongle. Hope this helps - kzbin.info/www/bejne/gaW0pHljqb-cj7M
@michaelgrace804216 күн бұрын
@@CreativeVideoTips Thanks for the reply. I got onto customer care and finally got it sorted!